Most consumers say customer service influences their choice of brand and loyalty.
Delivering high-quality customer service can help brands earn a loyal customer base and spread positive word of mouth. They should prioritise personalisation in customer service and go beyond only inserting customer names in email or phone conversations.
Customer service executives should also pay attention to their communication style and provide a human face to the brand. Instead of asking intrusive questions, CS agents should listen more carefully. For instance, if a customer is using a lighter, humorous tone, CS agents can reply similarly.
Brands should empower customers with necessary resources like FAQs to help customers solve problems independently. Instead of relying on automated outreach, brands should use event-triggered outreach to build meaningful client relationships.
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[4 minute read]